Careers | Front Office

Tempo pieno

Telephone Operator

Purpose of Position

O’Two Hotels is seeking a polished and highly responsive Telephone Operator to manage incoming calls, internal requests, guest messages and communication flow across Terra by O’Two and Mar by O’Two. This role is the invisible switchboard of the guest experience: quick, warm, accurate and always composed.

Key responsibilities
- Answer internal and external calls promptly, warmly and professionally.
- Transfer calls, take messages and manage guest requests with accuracy and urgency.
- Log guest requests, wake-up calls, maintenance requests and service follow-ups in line with hotel procedures.
- Support front office, reservations, concierge, housekeeping, room service and emergency communication.
- Maintain knowledge of hotel services, outlets, operating hours, promotions and local information.
- Handle guest concerns calmly and escal urgent matters correctly.
- Protect guest privacy, confidentiality and data accuracy.
- Support pre-arrival, in-house and post-stay communication where required.





Essential
- Minimum 1 to 2 years’ experience as a telephone operator, front office agent or guest communications agent.
- Must currently hold a similar role within a 4-star luxury or 5-star luxury hotel environment.
- Protel PMS experience is essential.
- Excellent telephone etiquette and strong English communication skills.
- Able to work shifts, weekends and public holidays.
- Must be eligible to work in South Africa.

Preferred
- Experience in an international or internationally branded hotel environment will be highly advantageous.
- Additional languages and call centre or switchboard experience will be beneficial.

Key Competencies & Skills
- Clear voice, calm tone and warm communication style.
- Fast, accurate and organised in handling requests.
- Strong listening and follow-up ability.
- Able to prioritise urgent calls and sensitive situations.
- Discreet with guest information and hotel communic

📌 Telephone Operator (Front)
🏢 O'Two Hotels
📍 Front